Manager - Technical Support

JOB ROLE: Technical Support Manager Key Deliverables A new opportunity has arisen within TelExcell for a Technical Support Manager. • The post holder is responsible for managing a team of Service Delivery and Support Specialists to provide first class service and post sales support to TelExcell's Service customers. • The team manage the provision, maintenance and repair of complex network for TelExcell's enterprise and corporate customers. • The successful candidate will be experienced in leading and developing a support team within a managed services environment. Key Responsibilities • Manage a support team to provide first class post sales support to TelExcell's Managed Service Customers • Provide input into the pre sales process and act as a lead on support and service issues, strategy and approach • Develop and grow a new post sales Service Management function • Set clear objectives, evaluate progress and install a high performance culture with focus on team work, service excellence and ownership for resolving customer issues • Set-up, manage and improve standards and procedures within the team • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate • Manage the team and individual performance, technical and skills development • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together • Cascade business objectives and targets to the team • Review daily priorities and take appropriate action to ensure results are achieved • Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges • Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions • Ensure high quality, up-to-date documentation exists for all service arrangements • Ensure test labs are maintained to agreed standards and all relevant testing is documented • Provide input into the company service strategy Candidate Profile • Experience leading and developing a support team in a managed service environment • Previous experience in a Distribution, System Integration or Managed Service business • Able to juggle priorities to meet deadlines without cutting corners • Follow up on and take responsibility for unresolved issues or escalations • Experience of driving change initiatives in a service environment • Experienced and conversant in Service Level Agreements and Operational Schedules • Able to identify Business Development opportunities • Technical understanding of Networking and Wireless technologies and solutions • Experience of working with Cisco MPLS networks • Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management • Effective interpersonal and communication skills • Experience improving and developing the knowledge & skills of others • Able to work on own initiative to develop the team • Excited by the Wireless, Networking and emerging technologies • CCNA qualification an advantage